Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 4, 2023 I paid $188.77 for a flight San Diego to Phoenix via ******** ******** booking number ********.
  When I tried to retrieve my boarding pass. The airline did not recognize my reservation number.
  When I called Travelreimagine they said there has been a technical issue therefore they could only book me s new reservation if I paid and additional $490.
  I did not accept, and they said they would refund me the original $188.77.
  I have made numerous calls and sent emails and only get evasive response or never respond to my emails.
  I truly believe this is a scam in the business of ripping people off. Please help.

• Initial Complaint

  Date:03/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a round trip flight on 02/26/24 paid $188.00.
  I received and email confirming my transaction and never got my e ticket.
  I called 1 week later and was told my trip would now cost $254.00.
  I requested a refund and they said ok.
  received conformation email for my refund.
  Have not received my refund so I called to inquire and only get ignored and hung up on.

  Business Response

  Date: 04/17/2024

  Dear Mr. ********,
  
  Greetings from TravelReimagine .com!
  
  Please accept our sincere apologies for any inconvenience caused to you
  on this occasion.
  
  Please be advised that we are processing refund of your booking. The
  refund of $188.75 has been processed to your **** Card ending in ****.
  
  Please be advised that it usually takes 5-7 business days for the
  refund to be credited to your account, due to the bank procedures. While it may
  take up to 1 billing to cycle for the refund to appear on your statement, but
  the refund will be credited to your account within 5-7 business days.
  
  Mr. ********, we apologize once again for any inconvenience caused to
  you and hope that you will give us another chance in future to serve you
  better.
  
  Warm regards,
  
  Customer Care
  TravelReimagine .com 

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First Case:
  1) Purchase of airlines tickets in the amount of $1400.96
  2) Received confirmation TravelReimagine Reference Number: ********
  3) Date Booked: Mar 11, 2024, 16:28 PST
  4) The arrival location was **** ** and it was auto-changed on their end to **** **
  5) A phone call was made and an attempt was made to re-book with ******** to **** **
  6) The tickets were never received, e-tickets were not issues and a refund was made.
  
  Second Case:
  1) I thought perhaps the business is struggling with process issues and didn't submit a fraud case.
  2) I decided to give them a second chance and booked an ****** ******** flight
  3) Received confirmation email. TravelReimagine Reference Number: ******** Date Booked: Mar 13, 2024, 00:37 PST
  4) I didn't receive the three e-tickets that I purchased.
  5) I made a phone call inquiring if the tickets were on their way and was informed that the fare was increased due to the seat class that was chosen.
  6) I was told Economy class was no longer available, but the ticket amount of $1236.00 was already deducted from my account. They attempted to make another reservation and charge me again without issuing a refund on the first charge.
  7) The next day I received an email that the e-ticket would be arriving soon in my email.
  8) Friday, March 15th at 10:53 "Dear Passenger, Your ticket has already been sent to you; however if you have still not received it, we are sending it to you again within 24 hours." I replied to the email "I have not received it" and got no response.
  9) I sent another message requesting a refund for ********. I received no response.
  10) I called TravelReImagine on March 25, 2024. All calls were dopped. I provided #********. The phone # used was: ************.
  11) I submitted a web inquiry on the "contact us" page at ******************************, as follows on March 25, 2024.
  12) Rather than wait for more incompetence and false promises, I decided to enter a fraud claim with my bank and submit this case.

  Customer Answer

  Date: 04/11/2024

  *Desired Outcome revised by consumer to the type of resolution BBB can pursue in conciliation.

   

  Hello,

  
  

  The billing adjustment is the correct chosen.

  
  

  This solution was already agreed upon and the vendor didn't complete it. I have filed a fraud complaint an submitted a claim through my financial institution.

  
  

  Thanks,

  ***

  
  

  Business Response

  Date: 04/17/2024

  Dear Ms. *********,
  
  Greetings from TravelReimagine .com!
  
  Please accept our sincere apologies for any inconvenience caused to you
  on this occasion.
  
  Please be advised that we are processing refund of your booking. The
  refund of $1236.00 has been processed to your ****** **** ending in ****.
  
  Please be advised that it usually takes 5-7 business days for the
  refund to be credited to your account, due to the bank procedures. While it may
  take up to 1 billing to cycle for the refund to appear on your statement, but
  the refund will be credited to your account within 5-7 business days.
  
  Ms. *********, we apologize once again for any inconvenience caused to
  you and hope that you will give us another chance in future to serve you
  better.
  
  Warm regards,
  
  Customer Care
  TravelReimagine .com 

  Customer Answer

  Date: 04/18/2024

   

  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  *** *********

• Initial Complaint

  Date:03/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** ** ********. I ordered plane tickets to Nashville flying out of Toronto January 5/24. The company booked the wrong dates and I cancelled the tickets (with great difficulty) within an hour of purchase and was promised a full I have called and emailed multiple times ( I have copies of the emails and phone records of the conversations) I have been yelled at, insulted, hung up on multiple times and promised a supervisor or manager would call me back with no return phone call.
  
  I am beyond frustrated.
  
  I know this company has several complaints against it. I'm just hoping to get my money back

  Customer Answer

  Date: 04/30/2024

  I wanted to update you today. I checked my bank and I have received the return amount that was owed from Travelreimagine.

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked and paid for a return trip on ****** ******** from ******* ******* to ****** ******** ****** (a flight change in ******** ** both ways) February 6, 2024 with Travel Reimagined.
  
  The flight departure was for March 17, returning flight March 19, 2024.
  Total paid: $430.96 US dollars charged to my **** credit card. Included in the cost refundable booking for $41.71.
  
  ****** sent the booking company flight change information on February 19. which was never forwarded. I checked with Porter a week before the flight to make sure it had been noted that I have mobility issues and need assistance. It had not been noted. At that time no flight change was indicated by the agent.
  On March 17, I missed the flight and when I called Travel Reimagined, The agent told me to call ****** and hung up.
  
  I tried to cancel the return portion of the flight, from ****** to ******* with a stop over in ******* by calling Travel Reimagine again on March 17, 2024 and was told I had to call ****** to cancel . I was hung up on by the agent.
  
  I emailed Travel Reimagined March 17 to cancel the return flight and received a change of flight notice on March 18 showing the time change for March 17. I responded to the email requesting a cancellation for the return flight from ****** and a full refund for the entire flight package.
  
  On March 20 I received a flight change notification for the return flight. I sent an email and got a message 'unable to deliver due to the box being full for Travel Care *********************)'.
  
  I emailed back to Travel Reimagined that I had already cancelled the flight and requested a full refund as I had purchased cancellation insurance (refundable booking).
  
  I called Travel Reimagined twice on March 20,2024 and got hung up on both times (I waited on hold the first call for 15 minutes).
  
  This is poor service all the way around. I have tried to resolve this issue, but got no cooperation.
  
  I want a full refund and a call to resolve this issue.

• Initial Complaint

  Date:03/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased round trip plane tickets from Houston to Cancun. Their price was $310.78. I received an email stating that my flight was booked and would receive e tickets once my credit card was verified. After several hours I saw the charge on my bank account but still no e ticket. When I called to inquire, I was told the price went up to over $380 and I would have to pay the additional amount to get the ticket. I told them that was fraudulent advertising, refused to pay more and cancelled the ticket. They sent me an email agreeing to the cancellation at no charge and refunding me the amount they had charged me. I was given four different time frames for the refund as each date they gave me passed without me receiving the refund. The last call, the person who refused to give his name, he laughed, said there’s a ton of people waiting for refunds and hung up on me. Subsequently I’ve been hung up on 10 plus times. I sent an email which they responded with “Dear Passenger” and said my refund was processed and I will receive within a few days. Never received it. Still haven’t. Booking number is ********

  Business Response

  Date: 04/17/2024

  Dear Mr. *****,
  
  Greetings from TravelReimagine  .com!
  
  Please accept our sincere apologies for any inconvenience caused to you
  on this occasion.
  
  Please be advised that we have
  received chargeback for $310.78, from your bank. The money has already been
  deducted from our business account. Your bank would have either credited the
  money to your account or would be in the process of crediting your account.
  
  We apologize once again for
  any inconvenience caused on this occasion and hope that you will provide us
  another chance to serve you better.
  
  Warm regards,
  
  Customer Care
  TravelReimagine .com

  Customer Answer

  Date: 04/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My bank resolved it through no effort or willingness on the part of Travelreimagine. 
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 8, 2023 I booked a flight to Orlando, FL from Trenton, NJ (******** Airlines) with a confirmation No. ******. The confirmation note stated this is a booking ticket and the e-ticket will follow within a few hours. The debit card was charged for $186.20 the cost of the flight but never received a e-ticket. I originally thought I booked the flight through ******** Airlines but I didn't realize I booked the flight through travelreimagine .com. I called travelreimagine on multiple occasions trying to cancel my flight - I was put on hold and no one ever answer the phone. No one would answer my calls to cancel my flight. I eventually called ******** Airlines and discovered there never was flight booked for me and therefore I booked another flight directly from ******** Airlines. TravelreImagine never returned my calls there was no flight booked and they took $186.20 from my account.
  I hoped to be reimbursed for the $186.20 from TravelreImagine.

  Business Response

  Date: 03/28/2024

  Dear Mr. ******,
  
  Greetings from TravelReimagine .com!
  
  Please accept our sincere apologies for any inconvenience caused to you
  on this occasion.
  
  Please be advised that we have
  received a chargeback for $186.20, from your bank. The money has already been
  deducted from our business account. Your bank would have either credited the
  money to your account or would be in the process of crediting your account.
  
  We apologize once again for
  any inconvenience caused on this occasion and hope that you will provide us
  another chance to serve you better.
  
  Warm regards,
  
  Customer Care
  TravelReimagine .com

  Customer Answer

  Date: 04/01/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:  as if today (April 1, 2024), the money has not been returned to our bank account.  Called our bank and they advised me to check again in a few days.

  *** ******
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 04/12/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  
  

  I have not received any return payment from them. I have checked with my banking establishment every third day for the last two weeks and nothing has been returned to date. 

  
  

  Thank you

  *** ****** 
  

  Business Response

  Date: 04/15/2024

  Dear Mr. ******,
  
  Greetings from TravelReimagine .com!
  
  Please accept our sincere apologies for any inconvenience caused to you
  on this occasion.
  
  We request you to contact your
  bank as due to the chargeback, the money has already been deducted from our
  business account. Due to the chargeback, the system does not give us the option
  to process the refund anymore.
  
  The bank would be crediting to your account, as per their procedures.
  
  We apologize once again for
  any inconvenience caused on this occasion and hope that you will provide us
  another chance to serve you better.
  
  Warm regards,
  
  Customer Care
  TravelReimagine .com

  Customer Answer

  Date: 05/02/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  *****,
  Thank you for your response.  The only information that I have is that I have yet to receive my refund. Travel Reimagine is claiming my bank has not processed the refund but I checked with the bank and they have not received it from Travel Reimagine.  I thought I had responded on the latest email communication but it must not have been in the 5 day window. 
  
  Thanks,
  ***
  
  
  
  
   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased anairline ticket through this company. Immediately cancelled because it was US funds. That was Feb 1, 2024. Have made several calls to get refund but have been hung up on plenty of times. When i do get a person to speak to i get a different date of reimbursement. It is now March 7th and still no refund. The funds were 950.00 USD.

  Business Response

  Date: 03/28/2024

  Dear Ms. ******
  
  Greetings from TravelReimagine.com!
  
  Please accept our sincere apologies for any inconvenience caused to you
  on this occasion.
  
  We are issuing a check of $886.17 US for the refund of your ticket cost.
  The check is being issued as per the details on the booking. Please see below
  the details for the check:
  
  **** ** *** ****** ****** *****
  ******** *** **** *** ******** ********* ******* ** *** ***
  ******* *******
  
  Please be advised that your check will be delivered to you within next 4-6
  weeks.
  
  *** *****, we apologize once again for any inconvenience caused to you
  and hope that you will give us another chance in future to serve you better.
  
  **** ********
  
  ******** ****
  *******************

  Customer Answer

  Date: 05/06/2024

  ********** ********
  
  
  
  I am rejecting this response because:

   

  Following up on this dispute. No funds have been reimbursed yet. Could you give me an update? Idea when cheque was/has been sent. Thanks
  
  
  ****** *****
  **** ** ** ******* ****
  ** **
  
  No, it has not.  I would like this reimbursement paid out IMMEDIATELY !!!! I have been waiting since Feb 2024 for this.
  
  
  
  
  
  
  
  ********
  
  ****** *****
  *
  *** ****** ** ** ******** **** ****** ** * ****** *** ******** **** **** * ****** *** **** *** ********* *** ********* ** *** ******** **** *** ******* * ****** *** ********* **** ** ****** *********

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Card was charged for 3 different amounts, but tickets were cancelled and money was never refunded

  Business Response

  Date: 04/05/2024

  Dear *** ******** 
  
  Greetings from TravelReimagine.com!
  
  Please accept our sincere apologies for any inconvenience caused to you
  on this occasion.
  
  Please be advised that we are processing refund of your booking. The
  refund of $747.10 has been processed to your Visa card ending in ****.
  
  Please be advised that it usually takes 5-7 business days for the
  refund to be credited to your account, due to the bank procedures. While it may
  take up to 1 billing to cycle for the refund to appear on your statement, but
  the refund will be credited to your account within 5-7 business days.
  
  *** *******, we apologize once again for any inconvenience caused to
  you and hope that you will give us another chance in future to serve you
  better.
  
  Warm regards,
  
  Customer Care
  TravelReimagine.com 

• Initial Complaint

  Date:03/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 3, 2024 I paid $632.00 for airline ticket from Travelimagined.com. They never sent an eticket. No response from the company when I called. Apparently there’s no one to talk to. This appears to be a TOTAL SCAM COMPANY. My bank Visa card is disputing the charges. Please shut this place down.

  Business Response

  Date: 04/05/2024

  Dear *** *****,
  
  Greetings from TravelReimagine.com!
  
  Please accept our sincere apologies for any inconvenience caused to you
  on this occasion.
  
  Please be advised that we are processing refund of your booking. The
  refund of $632.45 has been processed to your Visa card ending in 4086.
  
  Please be advised that it usually takes 5-7 business days for the
  refund to be credited to your account, due to the bank procedures. While it may
  take up to 1 billing to cycle for the refund to appear on your statement, but
  the refund will be credited to your account within 5-7 business days.
  
  *** ****** we apologize once again for any inconvenience caused to you
  and hope that you will give us another chance in future to serve you better.
  
  Warm regards,
  
  Customer Care
  TravelReimagine.com